XXX Pharmacy is an independently-owned retail pharmacy in Johannesburg. Good Pharmacy Practice standards make it mandatory for pharmacists to provide “pharmaceutical care”, a highly patient-centred approach to providing pharmaceutical services. Since XXX Pharmacy has a high patient load, a shortage of dispensary staff and a strategic focus on operational efficiency, the question arose whether pharmacists comply fully with Good Pharmacy Practice standards for the provision of pharmaceutical care. Non-compliance poses operational risks that could undermine the business’s financial performance. The research statement was thus that the current performance management system undermines compliance with Good Pharmacy Practice standards for the provision of pharmaceutical care to patients. A triangulation approach was used. The quantitative research method, in which 200 patients completed a questionnaire, investigated two research objectives: (i) whether the pharmacy complies with Good Pharmacy Practice standards for pharmaceutical care; and (ii) whether there is a relationship between patients’ race or gender and their responses. The qualitative research method involved conducting individual semi-structured interviews with all four dispensary employees to achieve another two research objectives: (i) to determine whether the provision of pharmaceutical care is viewed as a key performance area by pharmacists; and (ii) to investigate what aspects of the implementation of the performance management system are viewed as enabling or undermining the provision of pharmaceutical care.

XXX Pharmacy is an independently-owned retail pharmacy in Johannesburg. Good Pharmacy Practice standards make it mandatory for pharmacists to provide “pharmaceutical care”, a highly patient-centred approach to providing pharmaceutical services. Since XXX Pharmacy has a high patient load, a shortage of dispensary staff and a strategic focus on operational efficiency, the question arose whether pharmacists comply fully with Good Pharmacy Practice standards for the provision of pharmaceutical care. Non-compliance poses operational risks that could undermine the business’s financial performance. The research statement was thus that the current performance management system undermines compliance with Good Pharmacy Practice standards for the provision of pharmaceutical care to patients. A triangulation approach was used. The quantitative research method, in which 200 patients completed a questionnaire, investigated two research objectives: (i) whether the pharmacy complies with Good Pharmacy Practice standards for pharmaceutical care; and (ii) whether there is a relationship between patients’ race or gender and their responses. The qualitative research method involved conducting individual semi-structured interviews with all four dispensary employees to achieve another two research objectives: (i) to determine whether the provision of pharmaceutical care is viewed as a key performance area by pharmacists; and (ii) to investigate what aspects of the implementation of the performance management system are viewed as enabling or undermining the provision of pharmaceutical care.

Class of 2009 Abstract / OBJECTIVES: Truck drivers one of the most vital components of a country’s economy, and also one of the most medically underserved populations. To date, few studies have explored the healthcare needs of over the road truck drivers. The objective of this study is to determine if a need exists for the creation of a healthcare education program for over the road truck drivers and if retail pharmacy could be an effective setting for such a program. METHODS: A needs assessment analysis was used to examine available literature concerning the healthcare of over the road truck drivers. A multi-question survey was designed to illicit the feasibility of initiating a healthcare education program to over the road truck drivers in a retail pharmacy setting. This survey was administered to third year pharmacy interns, and 67 completed surveys were collected. RESULTS: Statistics from the selected literature showed over the road truck drivers had increased health risks and barriers to receive proper healthcare. Sixty-two percent of the pharmacy interns felt they could help provide healthcare education to over the road truck drivers, but 71% of interns felt that management wanted to have as little time as possible expended providing education and counseling. CONCLUSIONS: Over the road truck drivers are at increased risk of healthcare problems due to the demands of the profession and a healthcare education program is warranted to help

Background: The Swedish retail pharmacy industry is a dynamic industry that has undergone many changes throughout the past decades. Presently, the pharmacy industry in Sweden consists of five nationwide pharmacy chains (Apoteket AB, Apotek Hjärtat, Kronans Apotek, Apoteksgruppen, and LloydsApotek), three strictly e-commerce pharmacy companies (Apotea, Meds, and Apohem), and 40 private players.    Problem: Due to digitalization, retail industries are nowadays dealing with customers that have different expectations and exhibit changed shopping behaviours. The retail pharmacy industry in Sweden has not been an exception to the trend of having to go through a digital transformation based on society changes and changed customer behaviour.    Purpose: The purpose of this paper is to research how the Swedish retail pharmacy companies have adapted to meet customer expectations and created value for the customer, as a result of digitalization.   Method: A qualitative approach with seven semi-structured interviews have been conducted on company representatives from the Swedish retail pharmacy industry.     Results: Despite the Swedish retail pharmacy industry being controlled by regulations put in place by the state, they have successfully managed to restructure their operations through their digitalization process. This has been done with the customer primarily in mind, through meeting their expectations and continuing to create value.

Sedan apoteksmarknaden avreglerades har många nya aktörer etablerats, både stora apotekskedjor och privatägda apotek. Alla slåss de om samma marknad, den marknad som Apoteket AB hade innan avregleringen. P/S Apotek är ett nyöppnat apotek på Sankt Eriksplan och deras uppdrag var att ta reda på vad kunderna efterfrågade hos ett apotek. P/S Apotek hade tänkt erbjuda två unika tjänster som inte finns på andra apotek, hälsokväll och specialistrådgivning. Syftet med denna uppsats är därmed: Att undersöka vad ett nyöppnat apotek skall erbjuda för produkter, service och tjänster samt vilka kunder de skall satsa på för att erhålla marknadsandelar.   Fyra olika metoder har använts för att kunna nå fram till målet med examensarbetet: benchmarking, dold observation, kvalitativa intervjuer och enkätmetodik. Resultatet av undersökningarna blev att de potentiella kunderna ville ha längre öppettider på vardagskvällar. Det viktigaste kriteriet som de potentiella kunderna värdesatte hos ett apotek var sortimentet. Produkter som de gärna vill ha på apoteket är bl.a. hudvårdsprodukter, självtester, träningsrelaterade produkter och hjälpmedel för äldre och handikappade. Bland de kvinnliga tillfrågade var hälsokvällen relativt populär. Tjänsten specialistrådgivning fick positiv respons hos 3 av de 5 segment. För att bestämma vilka kunder P/S Apotek skall satsa på har segmentering genomförts. Det segment som P/S Apotek bör satsa på är segment 4 (kvinnor i åldern 41 - 65 år) med avseende på de tjänster de vill erbjuda, hälsokväll och specialistrådgivning. / After the marked deregulation, many new players have entered the Swedish pharmacy business. Both major pharmacy companies and small privately owned companies have entered the new market. Before the deregulation this entire market was owned by Apoteket AB, which had a monopoly on the market. This report is about a newly opened pharmacy, P/S Apotek. P/S Apotek needed to know what the customers demanded and if there was an interest in some of the unique services that they wanted to offer. The purpose of this report was thus: to investigate what a newly opened pharmacy should offer product-wise and service-wise and what customers they should focus on in order to gain market shares. Four different methods have been used within the report: Benchmarking, non-participant observation, qualitative interview method and questionnaire survey. The result of the surveys was that the customers wanted longer opening times on weekday nights. The most important criteria that the customers valued, for a pharmacy, was the selection. Products that the customers wanted in a pharmacy included skincare products, self-tests, athletics supplements and aid for elderly and impaired. Among the women that were surveyed the "healthcare night" was popular. The service specialist advice was popular among most of the customers. In order to determine what customers P/S Apotek should focus on a segmentation was conducted. This resulted in that segment 4 (women aged 41-65) seemed to be the most interested in the services P/S Apotek wants to offer, "healthcare night" and specialist advice. Thus, if P/S Apotek is going to offer these services, segment 4 should be the target group.

Thesis (MBA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: The purpose of this report is to create a better understanding of the new pharmacy initiatives in the South African market, with specific reference to the Nuclicks and Pick 'n Pay groups. In order to understand the respective business concepts better the following abstracts from each chapter of the study is given. Chapter one is basically the introduction to the study and describes the events that lead to the above mentioned corporate retailers to enter the pharmacy market place. An introduction to Hamel's business model theory is also discussed and identified as a possible means of evaluating the corporate retailers' business concepts. In Chapter two the strategic analysis of the South African retail pharmacy industry is performed. This analysis is performed to create an understanding of the different forces at work in the industry. Some of the key findings in this chapter are that changes to the pharmacy act and the way dispensing licences are going to be awarded creates uncertainty. The profit outlook of retail pharmacy, though on the decline, still compares favourably to other retailers. In chapter three the core concepts of Hamel's business model are presented in more detail and applied to the retail pharmacy environment. In his view, a strategy needs to change the industry rules. This chapter ends with the concept of wealth potential based on Hamel's teachings. The wealth potential concept is about creating cash flow and profits. A business model that is able to create customer benefits well below the cost of the competitors is regarded as efficient. By utilising the Hamel way the Nuclicks (chapter four) and Pick 'n Pay (chapter five) business concepts is unpacked. Both Nuclicks and Pick 'n Pay pharmacy business models are presented within the corporate framework of the groups. Nuclicks bought an established pharmacy franchise while Pick 'n Pay launched Healthpharm. Nuclicks creates a possible choke point by buying UPD. The Nuclicks pharmacy strategy is a more comprehensive health strategy, while Pick 'n Pay follows a more cautious approach. As franchising will playa major role in both pharmacy concepts, the theory of franchising is presented in chapter six. Telephonic interviews with Link franchisees are conducted and the possible reasons for the ambiguity that crept into the Link business model are discussed. As the Healthpharm franchise is a new concept, it is evaluated based on information gathered from press releases and the Healthpharm web-site. In chapter seven universal conclusions and recommendations, based upon the literature study and this investigation, are presented. One of the key findings are, success in the face of changes requires more than the current way of doing business. It requires an innovative thinking process. New business models have to be formulated that allows retail pharmacists to establish a focused and well-differentiated value proposition. This value proposition needs to be meaningful for consumers and must strengthen a pharmacy outlet's competitive position. / AFRIKAANSE OPSOMMING: Die doel van hierdie verslag is om 'n beter begrip vir die nuwe apteek inisiatiewe in die Suid-Afrikaanse mark te ontwikkel, met spesifieke verwysing na die Nuclicks en Pick 'n Pay groepe. Om die onderskeie besiqheidskonsepte beter te verstaan, word die volgende opsomming van elke hoofstuk van die studie uiteengesit. Hoofstuk een is 'n inleiding tot die studie en beskryf die gebeure wat aanleiding gegee het tot die bogenoemde korporatiewe kleinhandelaars se toetrede tot die apteek mark. 'n Inleiding van Hamel se besigheidsmodel teorie is ook bespreek en is geïdentifiseer as evaluering van die korporatiewe kleinhandelaars se besigheidskonsepte. Hoofstuk twee bied 'n strategiese analise van die Suid-Afrikaanse kleinhandelaars apteek industrie. Hierdie analise is geskep om beter begrip te ontwikkel vir die verskillende kragte wat inwerk in die industrie. Van die bevindinge in die hoofstuk is die veranderinge in die apteek wetgewing en die wyse waarop resepteer lisensies toegeken gaan word, en hoeveel onsekerhede dit tot gevolg het. Die wins vooruitsigte van kleinhandelaars apteke, alhoewel aan die afneem, vergelyk steeds gunstig met ander kleinhandelaars. In Hoofstuk drie is die kern konsepte van Hamel se besigheidsmodel in meer detail uiteengesit en toegepas op die kleinhandelaar apteek omgewing. Uit sy oogpunt, is 'n strategie nodig om veranderinge te weeg te bring in die industrie reëls. Hierdie hoofstuk eindig met die konsep van waarde potensiaal wat gebaseer is op Hamel se teorie. Hierdie waarde potensiaal konsep is gebaseer op die skep van kontantvloei en 'n Besigheidsmodel wat in staat is om die kliënt te begunstig heelwat laer as die koste van die teenstander, word beskou as effektief. Hamel se teorie is gebruik om Nuclicks (hoofstuk vier) en Pick 'n Pay (hoofstuk vyf) se besigheidskonsepte te analiseer. Beide Nuclicks en Pick 'n Pay se besigheidsmodelle word aangebied binne die korporatiewe raakwerke van die groepe. Nuclicks het 'n gevestigde apteek konsessie gekoop terwyl Pick 'n Pay vir Healthpharm begin het. Nuclicks het 'n moontlike 'wurgpunt" geskep deur die aankoop van UPD. Die Nuclicks apteek strategie is 'n meer omvattende gesondheidstrategie, terwyl Pick 'n Pay 'n meer versigtige benadering volg. Aangesien besigheid konsessie 'n belangrike rol speel in beide apteek konsepte, word die teorie van konsessie in hoofstuk ses behandel. Telefoniese onderhoude is gevoer met Link konsessiehouers en die moontlike redes vir die twyfelagtigheid van die Link besigheidsmodel word bespreek. Aangesien die Healthpharm konsessie 'n nuwe konsep is, word dit geëvalueer op grond van inligting wat versamel is uit die media en die Healthpharm webtuiste. In Hoofstuk sewe word universele afleidings en aanbevelings, gebaseer op die literatuurstudie en die ondersoek, uiteengesit. Een van die hoof bevindings was dat sukses benodig meer as die huidige manier van besigheid doen. Nuwe besigheidsmodelle moet geformuleer word, wat dit vir kleinhandelaar apteke moontlik sal maak om 'n gefokusde en goed gedifferensieerde waarde voorstel tot stand te bring. Hierdie voorstel moet betekenisvol wees vir die verbruiker en moet die apteek kompeterende posisie versterk.

L'influence européenne, notamment politique et juridique, la globalisation des échanges de médicaments de même que les conséquences de la globalisation - des crises sanitaires, économiques, financières - affectent les modalités d'organisation et d'exercice de la pharmacie d'officine française, italienne et anglaise. La convergence étant généralement présentée comme figurant au titre des conséquences possibles de l'européanisation et de la globalisation, les régimes français, italien et anglais de distribution de médicament à l'officine évoluent-ils vers une forme de « modèle juridique » commun, dépassant leur opposition historique ? En réalité, non seulement l'on assiste à l'émergence de modèles juridiques d'organisation et d'exercice de la pharmacie qui ne sont pas porteurs d'une unité susceptible de réduire de manière significative les différences entre les législations nationales, mais encore, cette unité n'est pas opportune. En effet, le maintien de spécificités nationales ainsi que l'adaptation des réglementations aux contextes nationaux apparaissent comme des éléments garants de l'efficacité des régimes nationaux de distribution officinale des médicaments. Pour autant, l'efficacité des réglementations ne se résume pas à la garantie des spécificités nationales de l'encadrement du secteur, comme l'illustrent les obstacles à la réparation des dommages imputables aux médicaments et à la protection du monopole pharmaceutique. Si certains apparaissent justement liés aux caractéristiques nationales, d'autres concernent de manière spécifique la lutte contre les ventes illégales de médicaments / European influence, especially political and legal, the globalisation of drug trade as well as the consequences of the globalisation of health, economic and financial crises impact the organisation and practice of French, Italian and English retail pharmacy. Convergence is generally presented as one of the possible consequences of europeanisation and globalisation. In effect, are the legal regimes of drug distribution in retail pharmacies in France, Italy and England evolving towards a common « legal model », beyond their historical opposition ? In reality, not only are we witnessing the emergence of organisational and operational retail pharmacy legal models that do not carry a unicity that would enable significantly reducing differences between national legislations, but this unicity would not be timely. Indeed, the preservation of national specificities, as well as the adaptation of regulations to national contexts appear as key guarantors of the efficacy of retail pharmacy drug distribution national legal regimes. However, the efficacy of regulations cannot be summarised to guaranteeing the sector’s national specificities, as illustrated by the obstacles to compensation for damages attributable to medicines and to the protection of the pharmaceutical monopoly. While some of these obstacles appear precisely linked to national characteristics, others relate specifically to the war against illegal drug sales

Pharmaceutical care can be defined as “the care that a given patient requires and receives which assures safe and rational drug usage” (Mikael et al., 1975:567). The supply of medication is an important link in the health care chain, and the supply of chronic medication specifically was reviewed in this study. The World Health Organization (WHO, 2008d) states that chronic disease and related deaths are increasing in low- and middle-income countries, causing 39% and 72% of all deaths in low- and middle-income countries respectively. The main objective of this study was to investigate the difference between chronic medication prescribing patterns and subsequent claiming patterns for community (retail) and mail order (courier) pharmacies in the South African private health care sector. Computerized claims data for the period 1 January 2009 to 31 December 2010 were extracted from the database of a South African pharmaceutical benefit management company. The chronic database consisted of 6 191 147 prescriptions (N = 17 706 524), 14 045 546 items (N = 42 176 768) at a total cost of R2 126 516 154.00 (N = R4 969 436 580.88). A quantitative, retrospective, cross-sectional drug utilisation review was conducted, and data were analysed using the Statistical Analysis System® programme. Various providers of chronic medication were analysed, namely dispensing doctors, dispensing specialists, courier pharmacies and retail pharmacies. Chronic medication represented 34.97% of all medication prescribed. Retail pharmacies dispensed 79% of this chronic medication (n = 2 441 613 items) and courier pharmacies 19% (n = 610 964 items). Courier pharmacies dispensed 1 147 687 prescriptions containing chronic medication and retail pharmacies dispensed 4 900 282. The average cost per prescription for chronic medication at retail pharmacies was R325.43 ± R425.74 (2009) and R335.10 ± R449.84 (2010), and that of courier pharmacies was R398.56 ± R937.61 in 2009 and R436.57 ± R1199.46 in 2010. The top-five chronic medication groups dispensed by both these pharmacy types were selected according to the number of unique patients utilising these medications for at least four consecutive months. The most utilised chronic medication groups were ACE inhibitors (n = 1 611 432), statins (n = 1 449 732), diuretics (n = 962 670), thyroid medication (n = 885 891) and oral antidiabetics (n = 696 631). The average medication possession ratio for retail pharmacies indicated that, on average, statins, diuretics, thyroid medication and oral antidiabetics were undersupplied by retail pharmacies. Courier pharmacies tended to oversupply more often than retail pharmacies, with the cost of oversupplied medication ranging from 9% to 11% of total courier pharmacy medication costs. The average chronic prescription, item and levy cost did not vary significantly between courier and retail pharmacies. This indicates that the relative cost of acquiring chronic medication is similar at retail and courier pharmacy. The medication possession ratios of the top-five chronic medication groups, however, did differ significantly. In order to choose the most appropriate provider, the medical scheme provider needs to consider the over- and undersupply of medication. Oversupply may lead to unnecessary costs whilst undersupply may lead to future noncompliance and associated health problems. The costs associated with undersupply of medication in the South African health care sector need further investigation. / PhD (Pharmacy Practice), North-West University, Potchefstroom Campus, 2014

Pharmaceutical care can be defined as “the care that a given patient requires and receives which assures safe and rational drug usage” (Mikael et al., 1975:567). The supply of medication is an important link in the health care chain, and the supply of chronic medication specifically was reviewed in this study. The World Health Organization (WHO, 2008d) states that chronic disease and related deaths are increasing in low- and middle-income countries, causing 39% and 72% of all deaths in low- and middle-income countries respectively. The main objective of this study was to investigate the difference between chronic medication prescribing patterns and subsequent claiming patterns for community (retail) and mail order (courier) pharmacies in the South African private health care sector. Computerized claims data for the period 1 January 2009 to 31 December 2010 were extracted from the database of a South African pharmaceutical benefit management company. The chronic database consisted of 6 191 147 prescriptions (N = 17 706 524), 14 045 546 items (N = 42 176 768) at a total cost of R2 126 516 154.00 (N = R4 969 436 580.88). A quantitative, retrospective, cross-sectional drug utilisation review was conducted, and data were analysed using the Statistical Analysis System® programme. Various providers of chronic medication were analysed, namely dispensing doctors, dispensing specialists, courier pharmacies and retail pharmacies. Chronic medication represented 34.97% of all medication prescribed. Retail pharmacies dispensed 79% of this chronic medication (n = 2 441 613 items) and courier pharmacies 19% (n = 610 964 items). Courier pharmacies dispensed 1 147 687 prescriptions containing chronic medication and retail pharmacies dispensed 4 900 282. The average cost per prescription for chronic medication at retail pharmacies was R325.43 ± R425.74 (2009) and R335.10 ± R449.84 (2010), and that of courier pharmacies was R398.56 ± R937.61 in 2009 and R436.57 ± R1199.46 in 2010. The top-five chronic medication groups dispensed by both these pharmacy types were selected according to the number of unique patients utilising these medications for at least four consecutive months. The most utilised chronic medication groups were ACE inhibitors (n = 1 611 432), statins (n = 1 449 732), diuretics (n = 962 670), thyroid medication (n = 885 891) and oral antidiabetics (n = 696 631). The average medication possession ratio for retail pharmacies indicated that, on average, statins, diuretics, thyroid medication and oral antidiabetics were undersupplied by retail pharmacies. Courier pharmacies tended to oversupply more often than retail pharmacies, with the cost of oversupplied medication ranging from 9% to 11% of total courier pharmacy medication costs. The average chronic prescription, item and levy cost did not vary significantly between courier and retail pharmacies. This indicates that the relative cost of acquiring chronic medication is similar at retail and courier pharmacy. The medication possession ratios of the top-five chronic medication groups, however, did differ significantly. In order to choose the most appropriate provider, the medical scheme provider needs to consider the over- and undersupply of medication. Oversupply may lead to unnecessary costs whilst undersupply may lead to future noncompliance and associated health problems. The costs associated with undersupply of medication in the South African health care sector need further investigation. / PhD (Pharmacy Practice), North-West University, Potchefstroom Campus, 2014

Submitted by ibson santos (ibsonjunior@hotmail.com) on 2012-10-25T20:57:01Z No. of bitstreams: 1 Estratégia de Posicionamento no Varejo Farmacêutico com Foco no Cliente Idoso.pdf: 2047735 bytes, checksum: 80e2ae5bef27ca3423179636d714e9d1 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2012-10-31T18:34:11Z (GMT) No. of bitstreams: 1 Estratégia de Posicionamento no Varejo Farmacêutico com Foco no Cliente Idoso.pdf: 2047735 bytes, checksum: 80e2ae5bef27ca3423179636d714e9d1 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-11-06T11:43:45Z (GMT) No. of bitstreams: 1 Estratégia de Posicionamento no Varejo Farmacêutico com Foco no Cliente Idoso.pdf: 2047735 bytes, checksum: 80e2ae5bef27ca3423179636d714e9d1 (MD5) / Made available in DSpace on 2012-11-06T11:45:01Z (GMT). No. of bitstreams: 1 Estratégia de Posicionamento no Varejo Farmacêutico com Foco no Cliente Idoso.pdf: 2047735 bytes, checksum: 80e2ae5bef27ca3423179636d714e9d1 (MD5) Previous issue date: 2012-08-23 / The present study aims to present a case study of an integrated pharmacy and how this company has positioned itself in the pharmaceutical retail market before its competitors, with a strategy focused on the elderly client and as added value to their services, creating value for themselves and for their clients. The theoretical foundation of this project is directly linked to the concepts of competitive strategies focused on differentiation of services to the elderly. Data collection was carried out a survey, from a convenience sampling and non-probability, with two hundred elderly banks in the city of Cabo Frio, to understand the profile of this consumer. Based on the results presented, it was the strategic importance of a small company to identify a niche and position yourself correctly in the pharmaceutical retail market, thus competing with the big drugstore chains that have established themselves in the city. / O presente estudo tem como objetivo apresentar um estudo de caso de uma farmácia integrada e como esta empresa se posicionou no mercado do varejo farmacêutico perante seus concorrentes, com uma estratégia focada no cliente idoso e como agregou valor aos seus serviços, criando valor para si e para seus clientes. A fundamentação teórica deste projeto está diretamente ligada aos conceitos de estratégias competitivas focada na diferenciação de serviços ao idoso. Na coleta de dados foi realizada uma pesquisa, a partir de uma amostragem por conveniência e não probabilística, com duzentos idosos nos bancos da cidade de Cabo Frio, para entender o perfil deste consumidor. Com base nos resultados apresentados, verificou-se a importância estratégica de uma pequena empresa identificar um nicho e se posicionar corretamente no mercado do varejo farmacêutico, conseguindo assim competir com as grandes redes de drogarias que já se estabeleceram na cidade.